Even with a high interest in using AI tools for research, many still find buying technology overwhelming without support from knowledgeable staff. In fact, 68% of 16-34 year olds, the…
UK
Technology
Retail
simple
UK Researching and Buying Technology Consumer Report 2026
"Despite the growing role of AI tools as research companions, there is still a clear demand for human guidance when buying tech devices, even among digital natives."
Even with a high interest in using AI tools for research, many still find buying technology overwhelming without support from knowledgeable staff. In fact, 68% of 16-34 year olds, the most active users of these tools, agree, highlighting a clear demand for the human touch despite the rising convenience of technology.
A key challenge to the market is the stubborn cost-of-living crisis and its impact on consumer spending on technology devices. This situation could be worsened by a global RAM shortage and its knock-on impact on the prices of consumer tech devices, prompting consumers to hold onto their current devices for longer.
A key opportunity lies in circular business models, where monetising repair and refurbishment can offset slowed sales of new devices. The wealth of technology brands, models and conditions to choose from can make the buying journey increasingly complex, and retailers that embrace staff expertise or leverage AI in a way that simplifies purchasing yet elevates the human touch are well positioned to cut through the noise.
This Report Looks at the Following Areas:
What technology devices are bought, and in which condition
The path to purchasing technology devices, including how consumers research and buy items
The role of AI tools in researching and buying technology
Key drivers of retailer choice, including the impact of price, customer service and location
Key consumer typologies for technology devices
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EXECUTIVE SUMMARY
What you need to know
Outlook for researching and buying technology – UK
Opportunities
Dial up the desirability of refurbished technology
AI improves discovery, but the human touch remains the differentiator
In-person experiences are non-negotiable for younger adults, the most active tech buyers
THE MARKET
AI brings a new era to commerce
Rising AI demand strains RAM supply and buyer budgets
Longer lifespan, less electrical waste
THE CONSUMER
Technology product purchases and their conditions
Nearly three quarters have bought technology devices
Interest in the latest technology wanes with age
Graph 1: interest in latest technology and full features (% any agree), by age, 2026
New devices are still strongly preferred, but alternative conditions are rising
Younger shoppers are more open to exploring alternative conditions
Graph 2: condition of technology devices purchased in the last 12 months, by age, 2026
Refurbished tech is well-positioned to gain more popularity…
Graph 3: perceived benefits of refurbished technology (% any agree), by age, 2026
…especially if transparency is improved
Unlocking value beyond the device purchase
Graph 4: it is worth paying for a subscription service to unlock all of a technology product’s features (% any agree), by condition of products purchased, 2026
Path to purchase technology products
Official channels earn consumers’ trust in product research
Graph 5: sources used to research technology products before buying, by condition of products purchased, 2026
Age influences the choice of research resources
Graph 6: sources used to research technology products before buying, by age, 2026
Half of consumers shop both online and in-store
Younger adults are more-active channel hoppers
Graph 7: channels used to buy technology products, by condition of tech purchased, 2026
The role of AI versus human staff in researching and buying technology
High interest in AI, but usage is primarily for research
Graph 8: interest in AI-assisted features when buying technology products, by age, 2026
Human trumps AI in trust, even among digital natives
Knowledgeable staff smooth the buying journey
Graph 9: buying technology products often feels overwhelming without support from knowledgeable staff (% any agree), by age, 2026
Drivers influencing the choice of one retailer over another
Price is front of mind for most, but not younger shoppers
Graph 10: drivers influencing the choice of one retailer over another, by age, 2026
After-sales support resonates strongly with women
Graph 11: consideration of good after-sales support as a driver for retailer choice, by age and gender, 2026
Key technology customer typologies
Customer typologies for researching and buying technology
Consumer typologies at a glance
Casual Tech Buyers: who they are and opportunities
Repair-First Value Seekers: who they are and opportunities
Total Tech Maximisers: who they are and opportunities
Guided Buyers: who they are and opportunities
Feature Chasers: who they are and opportunities
INNOVATION AND MARKETING
Refurbished tech in the spotlight
Elevating repair capability
Reimagining in-store shopping experiences
Raising the bar for convenience in online shopping
Partnering with influencers to boost product desirability
APPENDIX
Report scope
The consumer
Consumer research questions
Consumer research methodology
Cluster analysis
Repertoire analysis methodology
TURF methodology
How to read: TURF analysis
Abbreviations
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